sales-marketing support guide — remote/distributed

Support Guide — Remote/Distributed

Support Guide - Remote/Distributed
About Hipcamp
Hipcamp unlocks access to private land, creating new places for people to get outside and go camping. We believe that spending time in nature is essential to a happy and healthy human life, and we are passionate about our mission to get more people outside. We are deeply proud of the impact Hipcamp creates by making nature more accessible, providing income to support the protection of private land, and creating community across the urban-rural divide.
These are our company values:
Embrace the adventure.
We are resilient and adaptable to ever-changing terrain. We bring positivity and gratitude, especially when things are hard.We know when to ask our friends for help. We are creative and resourceful.
Move with purposeful urgency.
We take action with the urgency that our mission deserves. We focus on learning faster so that we can invest in the most important things. We achieve more with less by creating systems at the right scale (sometimes with duct tape.) We are intentional about when we move fast and when we are more considered.
Build resilient communities.
We optimize for the good of our community and our many interconnected ecosystems.We intentionally create an environment of trust and respect. We elevate and protect diversity as a strength.
Leave it better.
We are passionate about our mission to get more people outside because we believe in biophilia and the power of love to inspire action. We believe that humanity at scale can have a positive impact on the earth.We know feedback drives growth and we constantly seek, give and receive it.
About this position
Hipcamp is seeking a Support Guide who is passionate about the outdoors and is energized by working with people. We are looking for someone that appreciates cross-functional collaboration and is excited to contribute to the excellent customer support that Hipcamp is known for! The Support Team at Hipcamp is made up of both in-house and distributed teammates, which means we know how to create a remote culture that works. It’s important for this role that you’re comfortable working closely with both distributed and in-office teammates.
What you will get to do
Support Guides build trust and happiness within the Hipcamp community by responding to camper and host tickets with confidence and empathy by phone, email, and social media. Our Guides are resident experts on the platform and typically have a wealth of knowledge and experience with camping in general. The Support Team works cross-functionally with every other team at Hipcamp to bring the voice of the community to the wider company.
Support Guides are on the front lines talking to the Hipcamp community. They report on data and share narratives from customer conversations that inform product and policy improvements. Having an eye for larger trends while providing attentive, human service is at the heart of what we do on the Hipcamp Support team.
Important Details
This position will report to Annelise Poda, Head of Support.This is a salaried, full-time position.This position involves five shifts per week with one of these regular schedules:
Tuesday - Saturday: 1pm-10pm PST with a one hour lunch break. Sunday - Thursday: 11am-8pm PST with a one hour lunch break.
Flexibility is highly valued on our team! Expect to work different shifts occasionally and to work during seasonal busy periods (Memorial Day, Fourth of July, and Labor Day weekends). Schedules will be set in advance. We value a healthy work-life balance and organize ourselves to ensure when you are not scheduled, you are completely off and hopefully enjoying the outdoors.
This role is for you if
You want to join a lean and mean team of two other Support GuidesYou are comfortable working 40 hours a week You enjoy the work of fast-paced start-ups or want to join oneYou are excited about the opportunity to grow at Hipcamp as we encourage you to learn quickly and take ownership of your growth You are excited to be on the front lines working with our community of Hosts and Hipcampers to ensure their questions are answered, concerns are heard, and problems are solvedYou would feel confident in making decisions and working through tickets autonomously after being trainedYou are energized by being an internal advocate for our usersYou are familiar with Slack, Zendesk, JIRA, and G Suite or are excited and confident in yourself to learn themYou have two or more years of customer service on your resumeBonus points if you’ve camped with us before!
About our Work Environment
We believe health is essential to happiness. That's why teammates receive a monthly fitness stipend, an annual camping credit to get outside, as well as 50% off all Hipcamp listings (if you used up all of your annual credit). :) We support and appreciate individual working styles and help each other’s productivity. Each Hipcamp team member completes a “how to work with me” document so we lay it all out from the get-go without having to guess.We're committed to striving toward and evolving our shared values in ourselves and in other team members.

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